Rep III - Special Handling

  • *Credit Check Required**
  • *Shift negotiable**
  • *Bilingual Candidates always welcome**

Dynamics of the Role

We are looking for a Customer Service Representative who can be an integral part of the Special Handling team. This associate will play an important role between the consumer/customer and TransUnion. They will be supporting all policies, procedures and laws that govern our business. In addition, their presence will be one that solves issues and provides solutions to the consumer/customer, providing an easy path and smooth consumer/customer experience.

The Team’s Focus

TransUnion’s Contact Center Services Group is charged with managing the various touch points – mail, fax, e-mail and telephone – through which consumers and certain business-to-business customers and partners interact with the company. Crum Lynne hosts TransUnion’s operational Center of Excellence which prides itself in providing capabilities through the sharing, adoption and establishment of best practices. We are a globally integrated operational team organized and equipped to meet all required service levels, while maximizing profitable growth opportunities for existing as well as new product and service offerings that delight consumers, customers, and regulatory stakeholders.

Our highly customer service oriented associates take pride in assisting consumers with their credit-related questions, concerns and needs as well as supporting TransUnion’s small to mid-size business customers and partners.

How You’ll Contribute:

  • Reviews work processed by Special Handling agents, covers quality feedback, answers questions and performs coaching sessions. Maintains constant communication with Leads regarding any issues or error trends.
  • Responds to voice / written escalated inquiries in a timely manner. Coach agent on necessary skills and best practices.
  • Performs random audits of verbal / written work processed by Special Handling agents and provides feedback as applicable.
  • Conducts Process Reiteration Training sessions based on identified error trends, and training opportunities.
  • Supports the departments Administrative Assistant with daily workflow management.
  • Provides support to the leadership team by applying effective decision making and directing the team as applicable.
  • Reviews work processed by Special Handling agents, covers quality feedback, answers questions and performs coaching sessions. Maintains constant communication with Leads regarding any issues or error trends.
  • Responds to voice / written escalated inquiries in a timely manner. Coach agent on necessary skills and best practices.
  • Performs random audits of verbal / written work processed by Special Handling agents and provides feedback as applicable.
  • Conducts Process Reiteration Training sessions based on identified error trends, and training opportunities.
  • Supports the departments Administrative Assistant with daily workflow management.
  • Provides support to the leadership team by applying effective decision making and directing the team as applicable.
  • Provides supports to various internal business units by addressing concerns by utilizing effective problem solving skills.
  • Works on special assignments and performs other related duties as assigned.

What You’ll Bring:

  • This position requires a high school education or equivalent.
  • You will bring knowledge, skills and expertise from having previous customer service responsibilities and duties.
  • You will have excellent organizational, verbal and written communication skills.
  • You will demonstrated an ability to multi-task and perform well in a deadline-oriented work environment
  • You will be able to adapt to changing business demands, schedule variations and occasional OT requirements
  • You will have prior experience and success in achieving monthly performance goals and standards.
  • You must be able to demonstrate analytical, summarization, conceptualization and prioritization skills in a rapidly changing environment.
  • You will bring a demonstrated understanding of credit reporting laws.
  • You will possess good listening and communication skills
  • You will show proven ability to draw conclusions and make independent decisions based on process flow, and within policy guidelines
  • You will be proficient in Microsoft Office products, especially Microsoft Word and Excel.
  • You MUST bring a proven ability to maintain confidentiality and secure sensitive information

Who We Are

At TransUnion, we are dedicated to finding ways information can be used to help people make better and smarter decisions. As a trusted provider of global information solutions, our mission is to help people around the world access the opportunities that lead to a higher quality of life, by helping organizations optimize their risk-based decisions and enabling consumers to understand and manage their personal information. Because when people have access to more complete and multidimensional information, they can make more informed decisions and achieve great things.

Every day TransUnion offers our employees the tools and resources they need to find ways information can be used in diverse ways. Whether it is helping businesses better manage risk, providing better insights so a consumer can qualify for his first mortgage or working with law enforcement to make neighborhoods safer, we are improving the quality of life for individuals, families, communities and local economies around the world.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.

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